Complaints

We would always rather hear about a problem than not. If something we have done has gone wrong, or the service has not been what you expected, please tell us and we will look into it properly.

1. Raise it with your usual contact

Most things are resolved quickest by speaking to the person you normally deal with. They know your engagement and can often sort it the same day.

2. Put it in writing

If you would rather not raise it with your usual contact, or it has not been resolved, write to us at info@williamsstanley.co, marking your message "Complaint". Please include:

• your name and the business you are with;
• what happened, and when;
• who you have already spoken to, if anyone;
• what you would like us to do to put it right.

3. What we will do

• We will acknowledge your complaint within five working days.
• It will be looked into by someone not directly involved in the matter wherever that is possible.
• We will give you a full written response within 20 working days. If we need longer, because it is complex, or people are away. We will tell you why and when to expect an answer.
• We will set out what we found, what we are doing about it, and what changes we are making so it does not happen again.

4. If you are still not satisfied

If we have not put things right, you can refer the matter to our professional body, the Association of International Accountants (AIA), which operates a complaints scheme for clients of its members in practice. You do not need our permission to do that, and it does not cost you anything.

Raising a complaint with us does not affect any other rights you have.

Complaints about data or privacy

If your concern is about how we have handled your personal information, you can complain to us using the process above, and you also have the right to complain directly to the Information Commissioner's Office at ico.org.uk. See our privacy policy for how we handle personal data.